Quarterly Case Summaries - Q2 2023
In order to help agents better understand how the Ombudsman comes to decisions over complaints, we now issue a quarterly case summary review, giving you the opportunity to see examples of real complaints, how they were reviewed, as well as the outcome. These are a collection of case summaries which have been published in the trade press over the last quarter.
Remember, if there are any specific topics you would like us to cover, please email This email address is being protected from spambots. You need JavaScript enabled to view it. and we will endeavour to cover these in future examples.
Landlord complaint regarding referencing
A case that The Property Ombudsman (TPO) was asked to review came from landlords against a letting agent in connection with the referencing completed by the agent when a tenancy commenced. The tenants had refused to pay the rent and the landlords were faced with losses of £9,171.60.
Landlord complaint regarding ‘Alternative Deposit Option’ for a tenancy
A case that The Property Ombudsman (TPO) was asked to review came from a landlord against a letting agent over concerns that he was mis-sold an Alternative Deposit Option for the tenancy.
Buyer complaint regarding search report
A case that The Property Ombudsman (TPO) was asked to review came from buyers against a search provider in relation to their report provided in connection with the buyers’ purchase of a property. The report showed that there were no planning applications within 750m of the property and omitted to include reference to the planning permission that had been granted for an estate of nine houses situated immediately adjacent to the property.
Buyer complaint about material omission
A case that The Property Ombudsman (TPO) was asked to review came from prospective buyers against an agent in relation to material information that was omitted from the property listing.